Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.
We would like to thank the Revdex.com for being an avenue for customers to voice their concerns. After sending a “DELETE” request to the Credit Bureaus, CenterPoint Energy has no further actions involving this concern. CenterPoint Energy doesn’t have any control how rapidly the information is removed. It normally takes from 30 to 60 days for the Bureaus to update their files to reflect the deletion. Once a request has been sent to the bureaus, it is their responsibility to remove the entry from the customer’s file. If the Credit Bureaus DO NOT, the customer will have to dispute directly with that particular bureau. Regards
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
[Provide details of why you are not satisfied with this resolution.]
While I am gratefully pleased with Mr. C[redacted] offer to pay half the expense to remove the tree and did not expect it I cannot consider this a resolved matter until the repairs are made and my lawn is returned to its original condition. By no means do I intend to convey that I am dissatisfied with Centerpoint's response simply that things are pretty botched with my lawn losing soil every time it rains and the lawn repair will become more extensive the longer Centerpoint takes to make or complete repairs. This message is the first time I have learned that Centerpoint originally planned to do any further work on my property even after numerous calls for an update. I am grateful to Mr. C[redacted] for his actions to date in this matter and am sorry that I had to escalate to the Revdex.com and the city regulatory board to get a response. I would like this matter to remain unresolved until repairs are complete and my lawn is back to normal. I promise to immediately inform the Revdex.com when that happens. A promise to repair is not sufficient for me to consider this matter closed.
Regards,
[redacted]
November 28, 2016 Mr. [redacted] Mr. [redacted]: This letter responds to your complaint to the Revdex.com (Revdex.com) regarding charges for the [redacted]) Repair Plan for your account at [redacted]...
[redacted]. Your complaint notes that you signed up for the [redacted] Repair Plan on September 7, 2016, which is near the end of your monthly billing cycle. Because of the timing of your enrollment in [redacted], you stated that you should have received a pro-rated credit for the first month of the [redacted] contract cost and that the credit you received only applied to one week of [redacted] coverage. Please note that while the credit of $36.60 was applied to your account near the end of your billing cycle, this is the equivalent of one month’s cost of [redacted] service in this case. The [redacted] Repair Plan is typically billed once per month (once per billing cycle), or twelve times per year, and your account would have then been billed for 11 months of [redacted] cost from October 2016 –September 2017. However, as you note, you have cancelled enrollment in the [redacted] Repair Plan, effective October 24, 2016. I have credited your account for the remaining balance of $28.07. Please contact me if you have any further questions regarding this issue. Sincerely, Robin * Regulatory Liaison CenterPoint Energy
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. Once the erroneous items reported by Centerpoint are removed, then we can settle the complaint. Until then, this remains an open complaint.
Regards,
This is response to Revdex.com complaint# [redacted] submitted by Mr. [redacted] residing at [redacted].We have reviewed your claim that CenterPoint Energy’s contractor, [redacted] ([redacted]) damaged your property in the process of installing new electrical lines. The...
installation occurred in the first quarter of 2015. It is our understanding that they restored your property to normal with the exception of your driveway. We have reviewed the pictures taken by [redacted] of the damaged driveway. There are many damages in areas were [redacted] did not bore. Also, the boring performed by [redacted] is at a depth of 3 plus feet. CenterPoint Energy is in agreement with the denial of your driveway and is satisfied that [redacted] restored your yard to normal.Certainly, we regret any inconvenience this incident caused you. However, based upon our investigation we will be unable to assist you in this particular instance.Sincerely, CenterPoint Energy
This is in response to Revdex.com complaint# [redacted] submitted by Ms. [redacted] residing at [redacted].Upon receipt of this complaint the account was reviewed and it was determined that Ms. [redacted] did not enroll for My Account Online until 2/16/17, which is only...
utilized for viewing bills. If Ms. [redacted] is requesting notification she would be required to enroll her account to Online Billing and setup a payment alert (via email or text) and paperless option (via email). This will allow Ms. [redacted] to receive notifications. Please note the bills are being mailed to the service address listed above. On 2/9/17 a shut-off notice was initiated with a balance of $77.10 and a due date of 2/20/17. On 2/17/17 a payment in the amount of $50.00 posted via our Customer Self Service. At which time the account was noted although disconnect for nonpayment was not canceled, this was due to inadequate payment. On 2/22/17 a payment alert notification was sent advising $64.20 is due bay 2/27/17 and a second payment alert on 3/1/17 advising $64.20 was due 2/27/17. CenterPoint Energy was not found to be negligent in notifying Ms. [redacted]. Based on the information above we do not believe any adjustments are warranted. Respectfully, Ana [redacted]CenterPoint Energy
This resolution is in response to complaint number: [redacted].This complaint has been investigated by the appropriate department within our company. Our records indicate that the charges are correct. The customer called into on 04/30/2017 at 8:18PM and reported "Lights Out". Our...
records show that a crew was dispatched and were on-site from 9:48PM until 10:06PM. Our crew concluded that the problem was with the customer's electric equipment and not CNP's equipment. Respectfully, Executive Administration Office
Thank you for contacting CenterPoint Energy. As one of our valued customers, we want your experience with CenterPoint Energy to be exceptional.
Our records indicate that your account was never charged a $45.00 Same Day Reconnect Fee. Your account was...
charged a $20.00 Collection Fee, which was reversed and returned back to you on 07/29/2015 when you spoke to a call-center supervisor. Since your service was disconnected, there have been payment transactions. The most recent transaction was for the total amount of $340.00. Since you are requesting such a large refund, we will need to obtain proof of payment.Unfortunately, we will need to obtain prrof of your payments in the amount of $340.00. If this payment has cleared your bank, please forward to us a clear copy of your bank statement showing proof of payment. After we receive the copy and complete the necessary research, we can issue a refund check of the remaining credit balance on your account. This documentation may be faxed to 713-207-9944.
Please include your CenterPoint Energy account number on all correspondence. We apologize for any inconvenience that this may cause you, and we look forward to a prompt resolution.
Respectfully,
CenterPoint Energy
Executive Administration Office
This is in response to Revdex.com complaint #[redacted] submitted by [redacted] residing at [redacted] [redacted].Upon receipt of the complaint, in regards to the damaged electric appliance and power surges the issue was forwarded to our Claims Department for review. Once...
completed, a response will be submitted from the Claims Department.In response to the concerns outlined by Ms. [redacted] regarding her electric bills we regret we will be unable to assist with this matter. Please allow us to clarify that CenterPoint Energy is a TDSP (Transmission and Distribution Company) for electric service in the Greater Houston, Texas area. We own, maintain, and repair the power lines and other electrical equipment used to deliver and register electricity usage. We are not, however, an electric provider or company that sells/bills customers for electricity. Therefore, we would direct Ms. [redacted] to contact her provider to discuss all billing issues including price per kilowatt, number of billing days, seasonal temperature variances, retail electric provider related charges and other factors that influence the amount of the bill, as CenterPoint Energy does not have access to Ms. [redacted]’s billing records.Respectfully, �...⇄ Angela [redacted]
This is in response to Revdex.com complaint# [redacted] submitted by Mr. [redacted] regarding the premise at [redacted]
On behalf of CenterPoint Energy...
would like to extend an apology to Mr. [redacted] for the amount of time it has taken to resolve his concern. Upon receiving Mr. [redacted]’s complaint, we immediately contacted our Business Process Department and requested that Mr. [redacted] be contacted regarding his request for a meter upgrade due to a pool install.
CenterPoint Energy Business Process Representative, Bernard [redacted] contacted Mr. [redacted], apologized for the inconvenience, explained the process as well as advised the customer of the charges and emailed the online payment instructions to the customer. In addition, the order has been scheduled for 05/22/15. We were successful in speaking with Mr. [redacted] today and he thanked us for addressing his concerns.
Again, we regret any inconvenience that this matter may have caused Mr. [redacted]. We value Mr. [redacted] as our customer and we look forward to serving him better in the future.
This is in response to Revdex.com complaint# [redacted] submitted by Mr. [redacted] regarding the premise at [redacted].
We were able to speak with Mr. [redacted] to discuss his concern. CenterPoint Energy’s Meter Reading department breaks down each area into groups. Each...
group consists of hundreds of accounts where the meters are read on a scheduled date in order to get the bills mailed out in time for each area. If one billing date is changed, the whole group would have to be changed in order to keep it on schedule.
In addition, it was noticed that Mr. [redacted] has never requested any type of payment arrangements or asked for an extension. With that being said, it was explained to Mr. [redacted] if he is unable to pay by the due date, he can utilize several options that are already in place to avoid a late fee. Along with payment arrangements and extensions, which you can use the self- service on-line or through the automatize phone system, we also offer Automatic Bank Draft. Mr. [redacted] was receptive and thanked us for calling.
We thanked Mr. [redacted] for allowing us the opportunity to address his concerns. We value Mr. [redacted] as our customer and appreciate his business.
Respectfully,
Angela [redacted]
CenterPoint Energy
This is in response to Revdex.com complaint# [redacted] submitted by [redacted]On June 21st, Service Area Manager Charles [redacted] meet with Mrs. [redacted] to discuss the work done by one of CenterPoint Energy’s contractors. On June 8th and again on June 16th...
contract crews replacing rotten poles de-energized the service to Mrs. [redacted] residence. Mrs. [redacted] was also concerned with the disrespectful manner she was addressed by the crews. It was explained that the crews are required to make arrangements before turning off the service and Mr. [redacted] apologized that the crews did not follow proper procedures. Also, she was assured discussions will be held with their management concerning their failure to notify her of the outages and for the manner in which she was addressed during this time. Mrs. [redacted] was also upset with the way a tree in front of her property was trimmed by our tree contractor. One of the poles to be replaced was in the road right-of way near her front gate and it had an oak tree growing around it. She was very upset with the amount of trimming done to replace the pole and claims we trimmed more then what was required and that we had total disregard for her property. Some of the tree is on her property and some of it is in the road right-of-way and while the customer disagrees with the work done, the crews did what was necessary to replace the pole. In Mr. [redacted]’s option the tree trimming was not excess.Since there where communication cables on the old pole the crew cut the pole in half, leaving the cables attached to the stub pole. The customer was concerned about the stub pole and it was explained we would contact the communication companies and when they remove their cables from the pole, Mr. [redacted] would make arrangements to remove the stub pole.Mr. [redacted] apologized more than once for the crew’s failure to follow proper procedures and Mrs. [redacted] informed him his apologize was not enough. This event is being discussed with the contract crew management to make sure they follow proper procedures and to prevent this from happening in the future. Respectfully, Ana [redacted]CenterPoint Energy
This update is in reference to complaint #: [redacted].
Please be advised that we are currently working with our District Office to dispatch a technician to the service address as soon as possible. We will provide more information once updated from our District Office.
Thank you for your...
patients regarding your complaint.
Respectfully,
Executive Administration Office
We are in receipt of the additonal information provided. Please note, a technician traveled to the service address on 5/5/2015 and obtained a reading of 3644 which is in line with the previous reading obtained. Based on this information, no adjustments are warrented.
Respectfully,
[redacted]
CenterPoint Energy
Thank you for your patience in our response regarding Revdex.com Complaint # [redacted] for Mr. [redacted] at the address of [redacted].
We tried contacting Mr. [redacted] via phone call and email at least a minimum of three times yesterday, with no success. We would...
greatly appreciate if Mr. [redacted] could provide us with the unit number for the above referenced address, in order for us to complete his Revdex.com investigation in a timely manner. Please your prompt response is greatly appreciated in advance.
Mr. [redacted] can reach us at [redacted].
Thank you,
[redacted]
This is in response to Revdex.com complaint# [redacted] submitted by [redacted] residing at [redacted]. We acknowledge receipt of Mr. [redacted]’ rejection to our previous response. Please understand we have reviewed the information provided and based on our findings CenterPoint Energy did what was necessary to replace the pole. We apologize for any inconvenience Mr. [redacted] may have experienced due to this issue. Respectfully, Ana [redacted] CenterPoint Energy
We thank [redacted] for allowing us another opportunity to respond. We regret we do not have a direct number of an individual to handle your requests. However, please be advised that multiple requests of 5 or more to turn natural gas service on or off may be faxed to our Customer Service Issue Resolution at 713 207-9756 .
Please be assured that we are receptive to our customer’s constructive input as we are continuously working on our internal processes to better enhance the way we conduct business as well as the customer service experience.
Respectfully,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. LaToya J[redacted] contacted me by phone on 10/20 while I was traveling. In response to her previous letter, the second account # was not deleted until our service was disconnected and they were made aware that we had two account #'s. I declined to hear a previously recorded phone conversation since I was out of state, attending a function, at the time of her phone call and honestly the call is completely irrelevant to the fact that we were provided two account #'s for one address. When I mentioned this to Ms. J[redacted] she said this occured because I did not provide my social security number. This seems like a huge flaw in their system, I could have more than one address with one social security # but two account #'s for one address doesn't raise a red flag for them? This business never sent anything in the mail as they state, and on a previous phone call they said they emailed everything to me. When I asked them to please forward these emails to me they refused. Ms. J[redacted] did offer to refund my deposit which really means nothing since it will be refunded to me anyway. Also, as I've already stated I have no proof of the auto pay since they never charged it or emailed anything. I actually have no proof of the current auto pay I have in place with them now for my account. This business will obviously never admit to any fault. They disconnected our service, left us without service for 4 days, have a system that could not identify that we had two different account #'s for one address and refuse to even refund the reconnect fee. I previously contacted [redacted] at the [redacted] where they requested I contact Center Point before proceeding with a complaint through them. I have now done this and have given them the opportunity to respond and make this right. I will now contact the [redacted] to proceed further.
Regards,
[redacted]
We are in receipt of the additional information. On 1/11/2016, Cynthia P[redacted], CenterPoint Energy Service Area Manager, contacted Mrs. [redacted] to discuss her concerns. Mrs. [redacted] confirmed that meter is set and working. Ms. P[redacted] explained that inspections are done by the County and not by CenterPoint Energy. She also explained that there would be no charges for any additional service poles because the customer’s meter pole was not relocated within dropping distance of the company’s standard installation of facilities.
Mrs. [redacted] explained her frustration came when CenterPoint representatives explained the need to relocate the meter pole and nothing was said about needing the address on the meter can and when order was reissued to the field, the order was turned down for the no address. Ms. P[redacted] apologized for the inconvenience.
Respectfully,
CenterPoint Energy
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.
We would like to thank the Revdex.com for being an avenue for customers to voice their concerns. After sending a “DELETE” request to the Credit Bureaus, CenterPoint Energy has no further actions involving this concern. CenterPoint Energy doesn’t have any control how rapidly the information is removed. It normally takes from 30 to 60 days for the Bureaus to update their files to reflect the deletion. Once a request has been sent to the bureaus, it is their responsibility to remove the entry from the customer’s file. If the Credit Bureaus DO NOT, the customer will have to dispute directly with that particular bureau. Regards
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
[Provide details of why you are not satisfied with this resolution.]
While I am gratefully pleased with Mr. C[redacted] offer to pay half the expense to remove the tree and did not expect it I cannot consider this a resolved matter until the repairs are made and my lawn is returned to its original condition. By no means do I intend to convey that I am dissatisfied with Centerpoint's response simply that things are pretty botched with my lawn losing soil every time it rains and the lawn repair will become more extensive the longer Centerpoint takes to make or complete repairs. This message is the first time I have learned that Centerpoint originally planned to do any further work on my property even after numerous calls for an update. I am grateful to Mr. C[redacted] for his actions to date in this matter and am sorry that I had to escalate to the Revdex.com and the city regulatory board to get a response. I would like this matter to remain unresolved until repairs are complete and my lawn is back to normal. I promise to immediately inform the Revdex.com when that happens. A promise to repair is not sufficient for me to consider this matter closed.
Regards,
[redacted]
November 28, 2016 Mr. [redacted] Mr. [redacted]: This letter responds to your complaint to the Revdex.com (Revdex.com) regarding charges for the [redacted]) Repair Plan for your account at [redacted]...
[redacted]. Your complaint notes that you signed up for the [redacted] Repair Plan on September 7, 2016, which is near the end of your monthly billing cycle. Because of the timing of your enrollment in [redacted], you stated that you should have received a pro-rated credit for the first month of the [redacted] contract cost and that the credit you received only applied to one week of [redacted] coverage. Please note that while the credit of $36.60 was applied to your account near the end of your billing cycle, this is the equivalent of one month’s cost of [redacted] service in this case. The [redacted] Repair Plan is typically billed once per month (once per billing cycle), or twelve times per year, and your account would have then been billed for 11 months of [redacted] cost from October 2016 –September 2017. However, as you note, you have cancelled enrollment in the [redacted] Repair Plan, effective October 24, 2016. I have credited your account for the remaining balance of $28.07. Please contact me if you have any further questions regarding this issue. Sincerely, Robin * Regulatory Liaison CenterPoint Energy
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. Once the erroneous items reported by Centerpoint are removed, then we can settle the complaint. Until then, this remains an open complaint.
Regards,
This is response to Revdex.com complaint# [redacted] submitted by Mr. [redacted] residing at [redacted].We have reviewed your claim that CenterPoint Energy’s contractor, [redacted] ([redacted]) damaged your property in the process of installing new electrical lines. The...
installation occurred in the first quarter of 2015. It is our understanding that they restored your property to normal with the exception of your driveway. We have reviewed the pictures taken by [redacted] of the damaged driveway. There are many damages in areas were [redacted] did not bore. Also, the boring performed by [redacted] is at a depth of 3 plus feet. CenterPoint Energy is in agreement with the denial of your driveway and is satisfied that [redacted] restored your yard to normal.Certainly, we regret any inconvenience this incident caused you. However, based upon our investigation we will be unable to assist you in this particular instance.Sincerely, CenterPoint Energy
This is in response to Revdex.com complaint# [redacted] submitted by Ms. [redacted] residing at [redacted].Upon receipt of this complaint the account was reviewed and it was determined that Ms. [redacted] did not enroll for My Account Online until 2/16/17, which is only...
utilized for viewing bills. If Ms. [redacted] is requesting notification she would be required to enroll her account to Online Billing and setup a payment alert (via email or text) and paperless option (via email). This will allow Ms. [redacted] to receive notifications. Please note the bills are being mailed to the service address listed above. On 2/9/17 a shut-off notice was initiated with a balance of $77.10 and a due date of 2/20/17. On 2/17/17 a payment in the amount of $50.00 posted via our Customer Self Service. At which time the account was noted although disconnect for nonpayment was not canceled, this was due to inadequate payment. On 2/22/17 a payment alert notification was sent advising $64.20 is due bay 2/27/17 and a second payment alert on 3/1/17 advising $64.20 was due 2/27/17. CenterPoint Energy was not found to be negligent in notifying Ms. [redacted]. Based on the information above we do not believe any adjustments are warranted. Respectfully, Ana [redacted]CenterPoint Energy
This resolution is in response to complaint number: [redacted].This complaint has been investigated by the appropriate department within our company. Our records indicate that the charges are correct. The customer called into on 04/30/2017 at 8:18PM and reported "Lights Out". Our...
records show that a crew was dispatched and were on-site from 9:48PM until 10:06PM. Our crew concluded that the problem was with the customer's electric equipment and not CNP's equipment. Respectfully, Executive Administration Office
Dear [redacted],
Thank you for contacting CenterPoint Energy. As one of our valued customers, we want your experience with CenterPoint Energy to be exceptional.
Our records indicate that your account was never charged a $45.00 Same Day Reconnect Fee. Your account was...
charged a $20.00 Collection Fee, which was reversed and returned back to you on 07/29/2015 when you spoke to a call-center supervisor. Since your service was disconnected, there have been payment transactions. The most recent transaction was for the total amount of $340.00. Since you are requesting such a large refund, we will need to obtain proof of payment.Unfortunately, we will need to obtain prrof of your payments in the amount of $340.00. If this payment has cleared your bank, please forward to us a clear copy of your bank statement showing proof of payment. After we receive the copy and complete the necessary research, we can issue a refund check of the remaining credit balance on your account. This documentation may be faxed to 713-207-9944.
Please include your CenterPoint Energy account number on all correspondence. We apologize for any inconvenience that this may cause you, and we look forward to a prompt resolution.
Respectfully,
CenterPoint Energy
Executive Administration Office
This is in response to Revdex.com complaint #[redacted] submitted by [redacted] residing at [redacted] [redacted].Upon receipt of the complaint, in regards to the damaged electric appliance and power surges the issue was forwarded to our Claims Department for review. Once...
completed, a response will be submitted from the Claims Department.In response to the concerns outlined by Ms. [redacted] regarding her electric bills we regret we will be unable to assist with this matter. Please allow us to clarify that CenterPoint Energy is a TDSP (Transmission and Distribution Company) for electric service in the Greater Houston, Texas area. We own, maintain, and repair the power lines and other electrical equipment used to deliver and register electricity usage. We are not, however, an electric provider or company that sells/bills customers for electricity. Therefore, we would direct Ms. [redacted] to contact her provider to discuss all billing issues including price per kilowatt, number of billing days, seasonal temperature variances, retail electric provider related charges and other factors that influence the amount of the bill, as CenterPoint Energy does not have access to Ms. [redacted]’s billing records.Respectfully, �...⇄ Angela [redacted]
This is in response to Revdex.com complaint# [redacted] submitted by Mr. [redacted] regarding the premise at [redacted]
On behalf of CenterPoint Energy...
would like to extend an apology to Mr. [redacted] for the amount of time it has taken to resolve his concern. Upon receiving Mr. [redacted]’s complaint, we immediately contacted our Business Process Department and requested that Mr. [redacted] be contacted regarding his request for a meter upgrade due to a pool install.
CenterPoint Energy Business Process Representative, Bernard [redacted] contacted Mr. [redacted], apologized for the inconvenience, explained the process as well as advised the customer of the charges and emailed the online payment instructions to the customer. In addition, the order has been scheduled for 05/22/15. We were successful in speaking with Mr. [redacted] today and he thanked us for addressing his concerns.
Again, we regret any inconvenience that this matter may have caused Mr. [redacted]. We value Mr. [redacted] as our customer and we look forward to serving him better in the future.
Respectfully,
Natalie [redacted]
CenterPoint Energy
This is in response to Revdex.com complaint# [redacted] submitted by Mr. [redacted] regarding the premise at [redacted].
We were able to speak with Mr. [redacted] to discuss his concern. CenterPoint Energy’s Meter Reading department breaks down each area into groups. Each...
group consists of hundreds of accounts where the meters are read on a scheduled date in order to get the bills mailed out in time for each area. If one billing date is changed, the whole group would have to be changed in order to keep it on schedule.
In addition, it was noticed that Mr. [redacted] has never requested any type of payment arrangements or asked for an extension. With that being said, it was explained to Mr. [redacted] if he is unable to pay by the due date, he can utilize several options that are already in place to avoid a late fee. Along with payment arrangements and extensions, which you can use the self- service on-line or through the automatize phone system, we also offer Automatic Bank Draft. Mr. [redacted] was receptive and thanked us for calling.
We thanked Mr. [redacted] for allowing us the opportunity to address his concerns. We value Mr. [redacted] as our customer and appreciate his business.
Respectfully,
Angela [redacted]
CenterPoint Energy
This is in response to Revdex.com complaint# [redacted] submitted by [redacted]On June 21st, Service Area Manager Charles [redacted] meet with Mrs. [redacted] to discuss the work done by one of CenterPoint Energy’s contractors. On June 8th and again on June 16th...
contract crews replacing rotten poles de-energized the service to Mrs. [redacted] residence. Mrs. [redacted] was also concerned with the disrespectful manner she was addressed by the crews. It was explained that the crews are required to make arrangements before turning off the service and Mr. [redacted] apologized that the crews did not follow proper procedures. Also, she was assured discussions will be held with their management concerning their failure to notify her of the outages and for the manner in which she was addressed during this time. Mrs. [redacted] was also upset with the way a tree in front of her property was trimmed by our tree contractor. One of the poles to be replaced was in the road right-of way near her front gate and it had an oak tree growing around it. She was very upset with the amount of trimming done to replace the pole and claims we trimmed more then what was required and that we had total disregard for her property. Some of the tree is on her property and some of it is in the road right-of-way and while the customer disagrees with the work done, the crews did what was necessary to replace the pole. In Mr. [redacted]’s option the tree trimming was not excess.Since there where communication cables on the old pole the crew cut the pole in half, leaving the cables attached to the stub pole. The customer was concerned about the stub pole and it was explained we would contact the communication companies and when they remove their cables from the pole, Mr. [redacted] would make arrangements to remove the stub pole.Mr. [redacted] apologized more than once for the crew’s failure to follow proper procedures and Mrs. [redacted] informed him his apologize was not enough. This event is being discussed with the contract crew management to make sure they follow proper procedures and to prevent this from happening in the future. Respectfully, Ana [redacted]CenterPoint Energy
This update is in reference to complaint #: [redacted].
Please be advised that we are currently working with our District Office to dispatch a technician to the service address as soon as possible. We will provide more information once updated from our District Office.
Thank you for your...
patients regarding your complaint.
Respectfully,
Executive Administration Office
We are in receipt of the additonal information provided. Please note, a technician traveled to the service address on 5/5/2015 and obtained a reading of 3644 which is in line with the previous reading obtained. Based on this information, no adjustments are warrented.
Respectfully,
[redacted]
CenterPoint Energy
Thank you for your patience in our response regarding Revdex.com Complaint # [redacted] for Mr. [redacted] at the address of [redacted].
We tried contacting Mr. [redacted] via phone call and email at least a minimum of three times yesterday, with no success. We would...
greatly appreciate if Mr. [redacted] could provide us with the unit number for the above referenced address, in order for us to complete his Revdex.com investigation in a timely manner. Please your prompt response is greatly appreciated in advance.
Mr. [redacted] can reach us at [redacted].
Thank you,
[redacted]
This is in response to Revdex.com complaint# [redacted] submitted by [redacted] residing at [redacted]. We acknowledge receipt of Mr. [redacted]’ rejection to our previous response. Please understand we have reviewed the information provided and based on our findings CenterPoint Energy did what was necessary to replace the pole. We apologize for any inconvenience Mr. [redacted] may have experienced due to this issue. Respectfully, Ana [redacted] CenterPoint Energy
We thank [redacted] for allowing us another opportunity to respond. We regret we do not have a direct number of an individual to handle your requests. However, please be advised that multiple requests of 5 or more to turn natural gas service on or off may be faxed to our Customer Service Issue Resolution at 713 207-9756 .
Please be assured that we are receptive to our customer’s constructive input as we are continuously working on our internal processes to better enhance the way we conduct business as well as the customer service experience.
Respectfully,
Natalie E[redacted]
CenterPoint Energy
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. LaToya J[redacted] contacted me by phone on 10/20 while I was traveling. In response to her previous letter, the second account # was not deleted until our service was disconnected and they were made aware that we had two account #'s. I declined to hear a previously recorded phone conversation since I was out of state, attending a function, at the time of her phone call and honestly the call is completely irrelevant to the fact that we were provided two account #'s for one address. When I mentioned this to Ms. J[redacted] she said this occured because I did not provide my social security number. This seems like a huge flaw in their system, I could have more than one address with one social security # but two account #'s for one address doesn't raise a red flag for them? This business never sent anything in the mail as they state, and on a previous phone call they said they emailed everything to me. When I asked them to please forward these emails to me they refused. Ms. J[redacted] did offer to refund my deposit which really means nothing since it will be refunded to me anyway. Also, as I've already stated I have no proof of the auto pay since they never charged it or emailed anything. I actually have no proof of the current auto pay I have in place with them now for my account. This business will obviously never admit to any fault. They disconnected our service, left us without service for 4 days, have a system that could not identify that we had two different account #'s for one address and refuse to even refund the reconnect fee. I previously contacted [redacted] at the [redacted] where they requested I contact Center Point before proceeding with a complaint through them. I have now done this and have given them the opportunity to respond and make this right. I will now contact the [redacted] to proceed further.
Regards,
[redacted]
We are in receipt of the additional information. On 1/11/2016, Cynthia P[redacted], CenterPoint Energy Service Area Manager, contacted Mrs. [redacted] to discuss her concerns. Mrs. [redacted] confirmed that meter is set and working. Ms. P[redacted] explained that inspections are done by the County and not by CenterPoint Energy. She also explained that there would be no charges for any additional service poles because the customer’s meter pole was not relocated within dropping distance of the company’s standard installation of facilities.
Mrs. [redacted] explained her frustration came when CenterPoint representatives explained the need to relocate the meter pole and nothing was said about needing the address on the meter can and when order was reissued to the field, the order was turned down for the no address. Ms. P[redacted] apologized for the inconvenience.
Respectfully,
CenterPoint Energy